ABSTRACT

Three years ago, when QuestionPoint was still the Collaborative Digital Reference Service (CDRS), Oregon was undiscovered country for virtual reference service. Oregon State University Libraries, like most Oregon libraries other than Multnomah County Public Library, did not offer virtual reference service. At OSU we were just beginning to anticipate what it might be like to deliver reference services virtually. Our reference questions showed no signs of the decline that other libraries were reporting. We knew, however, that we were not tapping into those questions we might be able to answer for students studying in their dorms or for those students accessing library resources remotely. Wouldn’t virtual reference provide us the means to reach all of our students when and where they needed help?